Customer Service Representative - Work from Home

Job Summary

You will assist associates by listening to understand their needs and concerns while answering their questions and providing support for the tax office's hardware issues, as well as software for Client-owned and some third-party software used to handle taxes in the tax office. You will manage a high volume of incoming calls, while navigating through multiple systems, including remoting into the contacts' computers to see the issue on their screen, all while finding steps to help resolve the contacts' issue in the client’s knowledge base.

Job Requirements

• Professionally handle a high volume of incoming calls
• Thoroughly and efficiently gather customer information, assess and fulfill customer needs, and educate customers where applicable regarding products and services
• Utilize and navigate multiple systems simultaneously
• Be dependable and meet all attendance requirements
• Resolve customer issues via one-call resolution guidelines and/or escalated process
• Maintain a balance between company policy and client benefit in decision-making
• Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers
• Responsible for call disposition or compiling and documenting customer information as required
• Able to accept and embrace changes within the current business environment

Qualifications

• Ability to pass a drug screen and background check
• Dedicated area to work from in your home
• Internet speed requirement of 20 Mb/s for download speeds and 10 Mb/s for upload speeds (Wireless access is not permitted)
• Demonstrated passion for excellence concerning treating and caring for customers, especially senior citizens
• Strong decision-making and analytical abilities
• Ability to identify customer needs and articulate products and services

Benefits

• Medical, dental, vision, 401K benefits
• Earned PTO

Pay

We offer the opportunity to earn additional cash incentives to reach your goals and base pay.

Schedule

Schedule flexibility to include weekends, evenings, possible holidays, and occasional overtime

Work At Home Set-Up Requirements

• Standard Connect and Speed Wired Ethernet connection 25 Mb/s download, 10 Mb/s upload (wireless is not permitted)
• Some programs may require higher speeds
• Monitor (2) 21” monitor(s). You will supply one and Everise will provide one.
• Hard-wired Broadband Internet Service via DSL, Cable, or Fiber Optic
• The use of wireless connections to access Everise Work at Home systems at any time is prohibited, even if the connection is encrypted.
• Satellite, Microwave, and Cellular Hotspot Internet Services are not permitted or accepted.

Headset

You will need to purchase a headset. Specific models will be shared during the interview process.

To Be Supplied By Everise

• Keyboard
• Mouse
• Webcam